Shipment took longer than expected. Even fully charged the battery dies unusually quick, living in a big city like NYC it takes about a good hour to hit the city, have to minimize usage while in the c... See more
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Review summary
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The scooter sent to me was in a really bad shape, all scratched, the box was dirty and had some mold. I’ve been renting for a while already and this was the first bad experience
Company replied
The scooter works good and I like that you can take off the speed cap to get a couple extra miles. I didn't like that the charger port felt like it didn't actually insert and it came off super easily.... See more
The long and short of it is that it took almost a month to arrive and the date kept being bumped back, so I had to wait home for it 3 separate occasions. This was meant to be a replacement for m... See more
Company details
Written by the company
At Unagi, we pride ourselves on offering the best electric scooter experience. Our scooters combine cutting-edge technology with sleek design, creating a lightweight and powerful ride. Reaching speeds of up to 20 MPH and weighing under 30 lbs, our scooters are the perfect ultra-portable vehicle for city dwellers. With our subscription model for less than $2/day, members enjoy included insurance against theft and damage. We believe in transparent pricing—there are no hidden fees. To make your experience even better, we provide free delivery and pickup services. This ensures that you can start enjoying your Unagi scooter without any hassle and easily return it when you’re done. We aim to create an exceptional and seamless membership experience for our customers. Whether commuting to work, exploring the city, or enjoying a leisurely ride, Unagi scooters offer reliability and style. Join our community today and discover why we’re known for providing the best electric scooter experience!
Contact info
1040 22nd Ave, 94606, Oakland, United States
- help@unagiscooters.com
- unagiscooters.com
2.9
Average
475 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 44% of negative reviews
Typically replies within 1 month
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Scooter was highly damaged when…
Scooter was highly damaged when delivered. It is usable, but still. I feel like I wouldn’t spend the monthly amount (I even have a student discount) and I’d just buy a scooter of my own.
11 December 2024
Reply from Unagi Scooters
We’re so sorry to hear about the condition of your scooter upon delivery. That’s not the experience we want for any of our customers. While we’re glad the scooter is usable, we want to make this right for you.
Please reach out to us at help@unagiscooters.com so we can look into your case and explore options to address the damage. Your feedback about pricing and value is also important to us, and we appreciate you sharing your perspective.
Reply from Unagi Scooters
We appreciate your feedback and understand that affordability is an important consideration. Our monthly installments are designed to offer flexibility while maintaining the premium quality and performance Unagi is known for.
That said, we’re always looking for ways to make our scooters more accessible. If you’d like to discuss options or learn about current promotions, feel free to reach out to us at help@unagiscooters.com. We’re here to help!
Unagi Classic is saving me over $200 a…
Unagi Classic is saving me over $200 a month—worth every penny! I use it for under 2 miles daily, and it rocks. The scooter handles curves like a pro, making rides smooth and enjoyable. Be patient with Unagi's support; they know what they’re doing and deliver on quality. Highly recommended for short commutes, flat cement or street surfaces and for agility.
20 December 2024
Reply from Unagi Scooters
Thank you so much for sharing your experience with the Unagi Classic! We're thrilled to hear how much it's helping you save while making your daily rides smooth and enjoyable. Your kind words about the scooter’s performance and support mean a lot to us. We're committed to delivering quality and are glad to see it reflected in your experience. Thank you for recommending Unagi for short commutes and urban surfaces—your feedback helps others find their perfect ride. Enjoy your journeys!
Great experience Top to bottom and beginning to end the…
Top to bottom and beginning to end the experience of purchasing, getting a discount I qualified for and then receiving, unboxing and riding has been more satisfying than I thought possible. I could spend hours listing the pros of renting my scooter and I can't think of one negative thing about it.
16 December 2024
Reply from Unagi Scooters
Wow – thank you for the amazing feedback! 🙌 We're thrilled to hear that your Unagi experience has exceeded expectations from start to finish. It’s great to know everything from the purchase process to unboxing and riding has been so satisfying.
Hearing that you could list hours of pros (and no cons!) makes our day. We're grateful to have you as part of the Unagi community, and we hope your scooter continues to bring joy to your daily rides.
smooth scooter operation but bumpy ride
The motor and operation was very smooth however, road bumpiness was excessive
14 December 2024
Reply from Unagi Scooters
Thank you for your feedback! We’re glad to hear you found the motor and operation smooth – that’s exactly what we aim for. 😊 We understand how rough roads can make rides feel bumpy. The solid tires are built for durability and portability, but we know they can feel firmer on uneven surfaces.
One tip that might help is adjusting your stance and bending your knees slightly while riding. This can help absorb some of the impact and make for a smoother experience.
If you have any other questions or need assistance, feel free to reach out through our Customer Service Page. We appreciate you riding with Unagi and sharing your thoughts!
Reply from Unagi Scooters
Thank you so much for the kind words! 😊 We're thrilled to hear you're loving your Unagi and having a great experience. If you ever have any questions or need tips to get the most out of your scooter, feel free to reach out. Enjoy the ride! 🚀
The company has falsely advertised a…
The company has falsely advertised a top speed of 20 mph and scooter for over 3 weeks now and it will not reach a top speed of 20 mph I can't unlock it and they have done nothing to fix the problem very reason I ordered the scooter was the top speed stated and advertised to be 20 miles per hour I continue to get blown off and ignored it is very frustrating and they have got to fix the problem
18 November 2024
Reply from Unagi Scooters
We apologize for the speed unlock issue you are experiencing. Our team is actively working on resolving this, and it remains our highest priority. We will provide you with an update as soon as the issue is resolved. In the meantime, please feel free to reach out to customer service if you have any questions or need further assistance. Thank you for your patience.
Its not like they know what's going on there...
I own two scooters: one on a monthly subscription and one paid in full. After losing my job, I fell behind on the subscription payments. When I tried to use the fully paid scooter to start a new job in August 2024, it wouldn’t work. Despite months of back-and-forth emails—since they refused to take my calls—Unagi finally acknowledged that they had sent the wrong replacement for the paid-in-full scooter. I even asked if they could temporarily unlock the scooter so I could start working and pay them off, but they refused to consider my request while they investigated why the scooter wasn’t functioning. Now, in December 2024, they’re demanding that I return it immediately. They've also offered me one monthly subscription payment off.. once my overdue balance is paid. This by far has been the worst experience and during the whole experience, i was emailing customer support about the issue, the billings department was emailing me requesting payment, and another department was threatening to repose the scooters.
4 December 2024
Unprompted review
Reply from Unagi Scooters
Thank you for sharing your experience with us. We’re sincerely sorry to hear about the challenges you’ve faced with your scooters and the inconvenience caused during this difficult time. We understand how frustrating it must be to deal with these issues, especially when trying to resolve matters through different departments.
While we don’t have a phone support line, we do respond promptly via email to ensure all concerns are addressed thoroughly. We’re currently reaching out to our support and billing teams on your behalf to get a clearer understanding of your case and see how we can better assist you.
Best experience ever! Buy / Rent again
Best experience ever! 3 full years 3 different models / im a deag senior a traveller the scooters are all excellent easy light weight transport google me baba Bob SHIPMAN 300 k links of places photographed riding Unagi units. Customer service is excellent! #bababobshipman
11 November 2024
Reply from Unagi Scooters
Wow — 3 years and 3 different models! Thank you for being such a dedicated rider and part of the Unagi community. We’re thrilled that our scooters have been your trusted travel companions, and we love hearing about your adventures. Your feedback means the world to us!
We appreciate the shout-out to our customer service team and look forward to seeing more of your journeys.
Faulty Scooter
I got sent a scooter with a faulty battery. Would charge fully and then gave you about 5 minutes of drive time before dying completely. I was really excited for my new scooter and it died on day 1, leaving me stranded and forced to walk the scooter a couple miles. I switched to the more expensive option and am hoping it turns out better this time.
12 November 2024
Reply from Unagi Scooters
We’re truly sorry to hear about your experience with the faulty battery — that’s definitely not the ride we want you to have. Getting stranded on your first day is frustrating, and we completely understand your disappointment.
We appreciate you giving us another chance by switching to the upgraded option. We’re confident this time will be a smoother ride, and we’re here to support you every step of the way. If you have any questions or need further assistance, feel free to reach out to our team.
Not reliable, but looks good
This is the second Unagi scooter I’ve gone through. Everything feels wobbly. The slim design is nice but other than that not a reliable means of transportation. The screws that were sent to me were already stripped, and the first scooter I had snapped in half after only three months of using it. I wish this scooter was more sturdy and felt like I was riding something stable and safe.
2 November 2024
Reply from Unagi Scooters
Thank you for taking the time to share your experience. We’re sorry to hear about the issues you’ve encountered and completely understand your concerns. Your safety and satisfaction are our top priorities, and this is not the experience we want for any of our riders.
It sounds like you’ve had some particularly frustrating challenges with the stability and assembly of your scooters. We’d love the opportunity to help resolve this for you. Our team will reach out to our support department on your behalf to see how we can assist further.
Shipping delays, lack of customer service,
Unagi’s website seems designed to turn people away from utilizing needed customer service. It took 3 weeks to ship me a rental scooter and it took some effort on my part to contact customer service to request a credit for the time without a scooter. Then the scooter itself wouldn’t charge, and I received no response when I attempted to communicate this issue through the website. Fortunately the prior customer service representative continued to communicate with me and she was able to facilitate an exchange, though I had to email additional times to be credited the correct amount. It also took a while for the new scooter to come, and it was a hassle to return the old one, and I am still waiting for confirmation (9 days after shipping) that it has been received and I won’t be charged its full value.
1 October 2024
Reply from Unagi Scooters
Thank you for sharing your experience with us—we truly appreciate your patience and effort in addressing these challenges. We deeply regret the delays and communication issues you’ve faced, as well as the frustration caused by the shipping and return process.
It’s good to hear that a representative was able to assist with facilitating the exchange and resolving the credit issues, but it’s clear that the overall process fell short of our standards. We’re actively reviewing this situation and reaching out to our support team to confirm the return of your previous scooter and ensure no additional charges are applied.
Your feedback helps us identify areas where we can improve, and we’re committed to making our processes more seamless and responsive. If there’s anything else we can do for you in the meantime, don’t hesitate to reach out via our website’s chat feature.
Support doesnt help for shit they lie…
Support doesnt help for shit they lie about the range and speed says it gets 25 mile range or 17 but doesn't even get 15 then when you want to send it back they charge you lmao I'm not sending it back nor paying for it afterwards
13 November 2024
Reply from Unagi Scooters
We’re sorry to hear you’re feeling this way and that the scooter hasn’t met your expectations. While the range and speed can vary depending on factors like terrain, rider weight, and riding style, we understand how frustrating it is if the performance isn’t what you anticipated.
We’d like to clarify that our team is here to help troubleshoot and address concerns about the scooter’s performance, including range issues. As for returns, we aim to be as transparent as possible about policies, and we encourage you to reach out to our support team via the chat feature on our website so we can assist further.
Your experience matters to us, and we’d appreciate the chance to make things right. If you’re open to it, please let us know how we can help.
Love my unagi scooter!!
Love my unagi scooter!!! Has made commuting drastically easier for hardly any money out of my pocket. Great quality scooter as well, fast and sturdy. I commute 30 minutes (round trip) every day and only have to charge once a week. Highly recommend
28 October 2024
Reply from Unagi Scooters
It sounds like your Unagi scooter has truly streamlined your daily commute and made life easier. The fact that it’s fast, sturdy, and only needs charging once a week makes it even better. Thanks for sharing your positive experience—your recommendation means a lot! Enjoy your rides and let us know if there’s anything else we can do for you. Happy scooting! 🌟
Its very hard to reach out with…
Its very hard to reach out with questions
You have no phone number
29 October 2024
Reply from Unagi Scooters
We hear you, and we’re sorry for any frustration! While we don’t have a phone number, our dedicated support team is available to assist you quickly via email or through the chat feature on our website. This helps us ensure all inquiries are tracked and resolved efficiently. If you need help, please feel free to reach out via https://unagiscooters.com/pages/customer-service/—we’re here for you! 💬
Save your time and money.
This refurbished piece of junk has caused more of a headache than anything. It shorts out constantly, it’s totally unsafe as no one knows when or where it’s going to die, and you can’t plug in until the battery has cooled… save yourself the headache and just buy any other scooter than this brand. It’s insane how much of a joke this is, I feel played. Sending me some broken, shorting out piece of crap. I want my money back 😂😤
26 October 2024
Reply from Unagi Scooters
We’re truly sorry to hear about your experience with your refurbished scooter—this is not the quality or experience we strive to deliver. Refurbished scooters are held to the same safety and performance standards as new ones, so it’s concerning to hear about these issues.
We’ve escalated your case internally to our support team to ensure it’s given the attention it deserves. They’ll assist you with troubleshooting, repairs, or exploring a return or replacement if necessary.
Your feedback is incredibly valuable, and we’re committed to resolving this for you as quickly as possible. Thank you for bringing this to our attention.
Love the scooter and how light it is…
Love the scooter and how light it is while still powerful. The only update I would like to see is better tires! The hard tires gave me serious back aches since NYC streets are not perfectly paved.
28 October 2024
Reply from Unagi Scooters
Thank you for sharing your love for the scooter! We’re glad to hear you’re enjoying its lightweight design and power—it’s feedback like this that motivates us to keep innovating.
We completely understand your point about the tires and the challenges of riding on NYC’s rugged streets. Your suggestion for better tires is valuable, and we’ll make sure to share it with our product development team as we continue to improve our scooters.
Disappointed 😞
When I order the scooter it said ships in 4 business days. It took 2 weeks to get to me and I had to take work off in order to sign for it. I purchased the all access rental thinking I was getting a new scooter. But when it came the box was cut open and looked horrible. Scratches on the scooter already and on the screen. I also purchased this scooter because it said it went 20mph. Apparently there is a problem with it and it won't unlock max speed. I now have to wait for a new software update to fix that. Only good thing I can say about it is that it gets me the mile and a half to work. Slowly. But I get there.
11 November 2024
Reply from Unagi Scooters
Thank you for sharing your experience, and we’re truly sorry to hear about the issues you’ve encountered. This is not the level of service or quality we aim to provide, and we completely understand your frustration.
Regarding the shipping delay and packaging condition, we sincerely apologize for the inconvenience and disappointment. We’ll review what happened with your order to ensure this doesn’t happen again.
As for the scratches and the max-speed issue, refurbished scooters should meet our quality standards, and we understand how disappointing it is not to access the full performance. Please know that our team is working very hard to resolve the max-speed issue with a software update, and we’ll notify you as soon as it’s available.
false advertising and fraudulent business practices
I have been an unagi customer since 2019 and had 3 scooters with them. my last refurbished one was starting to die, and they said they don't take back scooters anymore so I opted to rent the new voyager. I just got it in the mail last week and it's dirty, has scratches on it, and is in a mismarked box. they said the warehouses reuse boxes, so it's probably the right scooter in the wrong box. then I take it out and see more scratches and asked about it, and they told me I ordered a refurbished Voyager. I said that's not possible, there is no advertising on the website for refurbished Voyagers, just refurbished Model Ones, and I didn't order that. nothing on my receipt said anything except Voyager. so they sent me a refurbished Voyager, advertised with the specs of a new Voyager, which I know will be wrong because they advertise refurbished scooters as having slightly less range (which is true), and told me they weren't going to do anything about it. I specifically ordered a new scooter because I wanted more range. i'm still arguing with them about this, how it's literally false advertising to not disclose this but to also sell used products as new and at the same price as a new product. I'm so incredibly disappointed. they said they've been out of stock of new Voyagers for several weeks, which is fine, but don't send me a used one, when I didn't order it. it is illegal in the state of California, where they operate, to advertise false information about products and that is exactly what they are doing.
11 November 2024
Reply from Unagi Scooters
We sincerely apologize for the experience you've had with your recent Voyager scooter order. It's unacceptable to receive a product that doesn't meet your expectations, especially given your loyalty since 2019.
You’re correct that all products should be accurately advertised, and refurbished items should always be clearly disclosed. We’ve shared your information with our support team internally, and they are actively looking into this issue to understand what went wrong.
We truly value your feedback and are committed to addressing this matter promptly. Thank you for bringing it to our attention, and we appreciate your patience while we work to make this right.
Can not unlock 20 mph mode
Can not unlock 20 mph mode. That was the entire reason for ordering. I've tried it without exaggeration over 100 times with nothing to show for it. 1/5 stars scooter like a polished turd. It looks nice but it's still shit
10 November 2024
Reply from Unagi Scooters
We’re sorry to hear about your frustration with unlocking the 20 mph mode. Here’s a quick guide to ensure it’s done correctly:
1. Make sure your scooter is powered on.
2. Press and hold both the brake and throttle simultaneously.
3. While holding, press the power button 10 times quickly.
4. A beep should confirm the mode has been activated.
If you’ve tried this process and it still doesn’t work, there may be an issue we need to address. Please message us via our chatbot on the website so our team can escalate this and assist you further. We’re here to make sure you get the experience you signed up for!
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